V2 Rubric Detail — 382af1d2-66a2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:03
Duration
7m 50s
Contact
Stacey Gillock
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133311
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the wifi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to provision of materially incorrect information (support.singleshorn.com) — constitutes a critical failure under rubric section A–F: Non-Adherence to Approved Resources. This is a confirmed hallucinated URL, not an ASR/accent variant, and directly undermines customer safety and trust.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-38.0)

V2 Grader Summary

The agent failed to resolve the password issue, provided a hallucinated support URL, and offered no actual troubleshooting despite the customer's clear need. While some next steps were mentioned, the interaction lacked technical accuracy, ownership, and effective communication, resulting in an unresolved outcome. The provision of a fake website triggers an auto-zero under critical failure guidelines.

V1 Case Analysis

Customer unable to change Wi-Fi password or access cloud account. Agent provided incorrect support URL (support.singleshorn.com), falsely claimed Linksys Smart Wi-Fi is discontinued, and failed to guide customer through local password reset. Offered to email instructions but no resolution achieved.

Troubleshooting Steps
  • Collected model number and serial number
  • Confirmed warranty status as expired
  • Provided local router IP address (192.168.1.1)
Key Observations
  • Agent provided a non-Linksys website (support.singleshorn.com), which is a serious accuracy and protocol violation.
  • Agent falsely claimed the Linksys Smart Wi-Fi remote portal is discontinued, which is incorrect and misleading.
  • No step-by-step instructions were given for logging into the router or changing the Wi-Fi password despite the core issue being password/login related.
  • Agent mispronounced 'myrouter.local' as 'm_router.local', which may confuse non-technical users.
  • Agent failed to clarify that the local admin interface (192.168.1.1) requires a default or previously set admin password, which the customer may not know.
  • Call ended without confirming whether the customer understood next steps or could access the router locally.
Positive Highlights
  • Collected correct model number (E1500) and serial number (10910C12141053) from the customer.
  • Correctly identified the device as out of warranty based on serial number lookup or knowledge.
  • Provided the correct default local IP address (192.168.1.1) for router access.
  • Maintained a polite and patient tone despite customer interruptions and background noise.
  • Offered to email instructions, indicating intent to provide further support.
Agent Errors / Gaps
  • Provided a non-Linksys support website (support.singleshorn.com) at [06:00], which is factually wrong and potentially unsafe.
  • Incorrectly stated that the Linksys Smart Wi-Fi remote portal has been discontinued at [02:00], contradicting current KB guidance.
  • Failed to provide any actual steps to change the Wi-Fi password or recover the admin password.
  • Did not confirm whether the customer knew the router's admin password, a critical access prerequisite.
  • Mispronounced 'myrouter.local' as 'm_router.local', increasing confusion risk.
  • Did not send or reference any KB article or official resource to support self-help.
  • Allowed the call to end without validating customer understanding or ability to proceed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the Wi-Fi password change; only directed customer to local access and promised an email with instructions, but no resolution was confirmed.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were taken — agent skipped recovery key method, did not verify login capability, and offered no diagnostic process.
R3 Not Met Correct resolution path conf 85%
Agent cited end-of-life status and discontinued remote access but failed to offer any best-effort troubleshooting path for password recovery, despite OOW standard requiring it.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify root cause of login failure; asked no relevant diagnostic questions about admin vs. cloud password, recovery key, or current access status.
T2 Not Met Appropriate tools / resources used conf 85%
Agent claimed to check internal systems but provided no evidence of using tools to verify account, retrieve recovery key, or confirm router status — relied solely on verbal input.
T3 Not Met No misinformation conf 95%
Agent provided incorrect website 'support.singleshorn.com' — a hallucinated URL; correct domain is support.linksys.com. Also failed to mention recovery key method available on E-series.
Communication
C1 Not Met Clear & professional language conf 90%
Call filled with long silences, no clear framing, and poor call control; agent did not guide interaction or manage transitions effectively.
C2 Not Met Confirmed understanding conf 90%
Agent used excessive fillers ('um', 'uh'), did not adapt language for elderly user context, and failed to confirm understanding at any point.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a case record but abandoned resolution path; offered no hands-on help and closed with only a promised email, showing no ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent stated they would send step-by-step instructions via email, providing a next step, but gave no timeline or confirmation of follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope but unresolved due to inadequate handling.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed brief empathy ('I understand, okay', 'Thank you for calling') but remained transactional and did not acknowledge the difficulty for an 86-year-old user.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone, pace, or clarity for customer’s likely cognitive or technical needs; communication was disjointed and disengaging.
X3 Not Met Overall experience conf 95%
Customer was left to self-navigate password reset after being given incorrect information; agent increased effort rather than reducing it.
Call Transcript12 turns · 13 lines
Speaker 1
Yeah, I'm trying to help my father get his Wi-Fi password changed for the Wi-Fi at his home. Yes. And I tried logging into his. Oh, go ahead, sorry. I was gonna say, I tried logging into his account online, but he also can't remember the password for his account online, because he's 86, and he wrote it down somewhere, and he doesn't know where he put it. So, I was clicking the, you know, send an email, but it's not actually sending the email to his account to verify it.
01:00
Speaker 2
Thank you for calling, um, Linksys. This is, uh, Epi. How can I help you? [silence] Okay, ma'am. So you wanted to change the Wi-Fi password. [silence] Okay. Uh, if you don't mind... [silence] Uh-huh. Yes, go ahead. [silence] Um, [silence] Um... [silence] Yes. Um... [silence] Uh... my [silence] [silence] Epi. [silence] Yes. [silence] Yes. [silence] [background noise] Um... [silence] [background noise] Um... [silence] [background noise] Yes. [sound of typing]
01:00
Speaker 1
Okay. Okay. Got it. Okay. Uh-huh. Okay. Okay. Uh-huh. Sure. It's an e-1500. And then the serial number is, uh-huh. And then just let me know when you're ready. Uh-huh.
02:00
Speaker 2
expectation, ma'am. The Linksys Smart Wi-Fi Remote Access website has been discontinued. That's the reason why you're no longer getting an email or updates from the Linksys Smart Wi-Fi account. Yes, ma'am. Because they've already disabled the remote feature of that Linksys router, okay? But your router and internet connection will still continue to work normally. Okay? You can still manage the router locally, okay? Not remotely, by accessing myrouter. local or the router IP address. But before we'll proceed, can I have the model number and the serial number of your Linksys device? Yes. E1500. Yes. Yeah, what's the serial number? Go ahead.
02:00
Speaker 1
okay it is one zero nine one zero C as in cat one two one four one zero five three. [silence] Yes, my name is Stacy, S-T-A-C-Y. Gallogly, G-A-L-L-O-C-K. And then do you need his name as well? Do you need mine or his? My dad's because it's my dad's account that I'm calling about. Okay. Okay, so it is L. D. E-D-G-E@baetel.com.
03:00
Speaker 2
Okay. Let me just track this airial number. And ma'am, let me create a record. Can I have your name? Last name? What about your email address? Uh, it doesn't matter just for record purposes.
03:00
Speaker 1
oh, BB oh yes, BB as in boy B as in boy again and then t, s, L. dot calm it is BB tell bb. mhm. it's the, Brandonberg telephone company is the name of it, if that helps. Mhm. goodness. dad, how long have you had internet? how long have you been using this device? Would you say? Over 10 years?
04:00
Speaker 2
I'm sorry, at B.B. B as in boy? [silence] Okay. All right. And who is your Internet provider, ma'am? [silence] B.B. Teli? [silence] Okay. [silence] All right. Thank you for that information now. [silence] Okay. How long have you been using this device, by the way? [silence] over 10 years, okay. mm-hmm. okay. I understand, okay. all right, so ma'am, I'm open to checking here in our system. Your router, okay, based on the serial number that you've given me, the router E1500 ma'am is already out of warranty, right? It only has one year warranty from date of purchase or three-year warranty from date of purchase. Now, uh, this is even one of our, uh, obsolete routers. Um, it's it's one of our end of life routers and the technical support for the device is no longer covered. It ended last July, 2022, okay? But, uh, what we can offer here, Missies.
04:00
Speaker 1
[silence] Yes. Mhm. [silence] I did. [silence] 192, I'm sorry. What did you say? 192 dash. Oh, okay. Uh-huh. Okay. Okay. Okay.
06:00
Speaker 2
Yes, is our website. We do have a website. It's for free, that would be support.singleshorn.com, you can find their articles and all you have to do actually is to access the router settings using the web browser. So if you have a computer which is already connected to the network, you can go to our website which is yeah, which is the m_router.local or the IP address of the router which is HTTP://192.168.1.1. So you can find that on our website. Yeah, 192. it's 192.168.1.1. That is the default IP address of the router. Okay? So, yeah, we also have an AI tool at the bottom right so you can ask our AI assistant specific questions.
06:00
Speaker 1
OK. OK, got it. OK. Thank you so much. Mm-hmm. No, I appreciate your help. Yeah. I really do appreciate it. You too. Bye.
07:00
Speaker 2
I can also send you an email if you want, okay? There are instructions, there's an instructions, uh wherein it will tell you how to access the router, step- by- step instruction. So I'll, yep. I'll send you an email for that. Okay? Uh. All right. So, yes, I do apologize for that. for this, but uh, you can always, uh yeah, refer to our site that, No worries, ma'am. So, thank you so much again for calling. No worries. This is Eby from links, just thank you for calling. You do have a great night, take care. bye.
07:00